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Using placeholders and expressions to add content to tickets and messages

In your babelforce manager app, you can produce the content of notifications and updates to tickets with the help of dynamic placeholders.

It is very simple. Let's say you want to send an email notification or create a ticket for an inbound call. You can define the content of the email or ticket using your own text mixed with placeholders.

Here is an example subject and message body:

Subject: Inbound call from {call.from.number}

Message: We received an inbound call from {call.from.number}. The caller reached us by dialling our sales number {call.to.number}. The caller waited {call.duration} seconds in the queue before reaching a representative.

This will result in the following content being produced:

Subject:Inbound call from +443389078904

Message: We received an inbound call from +443389078904.The caller reached us by dialling our sales number +442089706533. The caller waited 34 seconds in the queue before reaching a representative.

As you can see, each placeholder is simply curly brackets/braces containing what is called an expression. The expression is replaced by the value it has in the particular context when it is used.

Here are details of some of the most commonly used expressions in placeholders:

Expression

Value

Description

Example value

When it can be evaluated

call.from.number

caller's telephone number

number in international format: digits with no spaces or any other characters

country code (without "+" and without "00" followed by area code and the telephone number

4420894567822

at any point in the call

call.to.number

callee's number

as above

as above

at any point in the call

call.from.mobile

call.to.mobile

call.from.anonymous

true or false

as above

as above

at any point in the call

call.duration

number in seconds

the duration of the call so far in seconds

34

at any point in the call, i.e. any time from event "Inbound call" onwards up to event "Call finished"

call.type

inbound, outbound

"inbound"

at any point in the call

agent.name

text of agents name

any text entered as the agent name - or the agent name imported/synchronized from an integration

"John Smith"

at any point where the agent is known (e.g. once an agent has taken a call)

agent.email

email address of an agent

email address of an agent used in babelforce or imported from an integration

john.smith@company.net

at any point where the agent is known (e.g. once an agent has taken a call)

queue.name

text of queue name

the text entered in babelforce as the name for a queue

"Main Service Queue"

whenever a queue is actually in use in a call or was just in use (e.g. when a call is connected to an agent

queue.calls.active

whole number

the number of active calls = number of calls queued plus the number being handled by agents

92

total calls currently simultaneously being handled for a queue and already taken by agents

queue.waitTime

whole number of seconds

number of seconds that the call is in queue: measured from when the call actually enters the queue and the system begins attempting to select and dial agents/users

31

at any point from when a call is in a queue up to the point where an agent takes the call. If you evaluate on event "Call bridged" you will get the total duration within the queue.

There are lots more expressions that can be used - the exact set depends on the set of Services and add-ons that you are using.

You can very safely simply play around with placeholders for creating your content by just setting up email notifications to yourself or adapting updates to tickets (e.g. in Zendesk).